Posts

5 Proven Ways Knowledge Management Improves CX

Knowledge management (KM) offers a single source of truth to efficiently deliver answers to questions. By helping connect people to information, KM has numerous benefits to help you improve customer experience and save money.

WATCH THE VIDEO: Top 5 Benefits of Knowledge Management

Benefits of knowledge management include:

  1. Lower average handle time
  2. Provide consistent information
  3. Lower contact volume
  4. Reduced escalations
  5. Increased first contact resolution

In this blog, we share some … Read More

AI and KM: From Knowledge Management to Knowledge Automation—Verint Virtual On-Demand

Our most popular session from Verint Virtual 2020 is now available on demand! Join Heather Richards, VP of Product Strategy as she showcases how artificial intelligence is injecting new life into knowledge management and is suddenly more relevant and necessary than ever. 

Today’s Knowledge Management (KM) is a game changer for both driving efficiencies across an enterprise and providing a personalized customer experience. Watch and learn how you can take the first steps toward an … Read More

Vivat Elevates CX and NPS while Optimising Costs with Verint Knowledge Management

The company’s goal is to become the most digital insurer in the Netherlands — its 300 contact centre agents handle more than 1.2 million customer contacts each year. While these conversations are mostly via telephone, there is an increasing demand for chat.

Vivat deployed Verint Knowledge Management to help its agents gain easier access to information, elevate the customer experience, increase its Net Promoter Score, and optimize costs.

Watch the customer story video.… Read More

Verint APAC Engage Index 2018-19

In 2017 Verint launched its inaugural Engage Index which provided the market with first-hand insights on how the customer experience (CX) interlinks with employee engagement, technology and innovation, which in turn drives business growth, profit and performance.

In 2018, Engage went ‘on the road’ and toured the region, from Singapore to Shanghai, Sydney and Auckland, to speak with leaders of global brands active in the customer service space. We spoke to them on the future … Read More

One-On-One CX: 5 Tips to Ensure First Responders Are Great with Customers

In 2017 Verint launched its inaugural Engage Index which provided the market with first-hand insights on how the customer experience (CX) interlinks with employee engagement, technology and innovation, which in turn drives business growth, profit and performance.

In 2018, Engage went ‘on the road’ and toured the region, from Singapore to Shanghai, Sydney and Auckland, to speak with leaders of global brands active in the customer service space. We spoke to them on the future … Read More

Robotic Process Automation (RPA): Increase Capacity & Employee Job Satisfaction

In a previous blog post, What Is RPA? I discussed the three types of robotic process automation: unattended, attended and hybrid automation. Hybrid automation is the newest iteration of RPA–and as such there’s some confusion on how it actually works.

So let me paint a picture for you.

Jane is a loan officer. She comes into work, grabs a cup of coffee, sits down and opens up her queue of work for the … Read More

The value of cross-channel voice of the customer

A few years back, it seemed forecasters everywhere were predicting the demise of the call centre as self-serve digital channels accelerated up the steep curve of early customer adoption. More recently, with the advent of automation in the form of Intelligent Virtual Assistants, natural language processing and other artificial intelligence-based tools, the extinction of the call centre was revisited. 

It is true that digital interactions are increasing. According to this 2018 McKinsey research, 48% … Read More

Verint’s Intelligent Self-Service Automation Capabilities Take First Place with Two Prestigious Industry Honours

Sydney, Australia, August 21, 2018 — Verint® Systems Inc.  The Customer Engagement Company, recently announced it leadership in customer engagement automation continues with two top industry honours for its Intelligent Self-Service portfolio:

  • “Best Overall AI Solution” award from AI Breakthrough, an independent organisation that recognises the top companies, technologies and products in the global artificial intelligence (AI) market today
  • “NextGen Innovation of the Year” award from Customer Contact Week (CCW),
Read More

3 ways to boost call centre efficiency with speech analytics

Speech analytics solutions have helped users tackle a number of contact centre business challenges over the years, including cost containment, risk mitigation, more streamlined customer experiences, and the identification of process and product gaps.

New advances such as automation, artificial intelligence, and machine learning are helping organisations leverage their speech analytics solutions even further.

Let’s look at how speech analytics can give even more power to these three solutions.

Automate Quality Management with Speech

Quality … Read More

What can knowledge management do for you?

Paul Stockford, Chief Analyst, Saddletree Research, recently sat down with Verint’s Kelly Koelliker, director, content marketing, to discuss knowledge management, the advantages it brings to the table for customers and employees—and how it can empower today’s organisations to move forward.

Click here for “Getting Smart about Knowledge Management.”… Read More